room in family apartment

Hi, our room was only published on Airbnb, so we decided to pubish it on Booking too. Today we "received" our first guest by booking. They were very hostile. They said they wanted to stay in a hotel and that our room shouldn't be advertised in a place like the booking. They didn't even came in to see the room and already wanted us not to make a transfer to their account! We had to be very patient, because we didn't receive the money from booking  and we didn't even know how to get in touch with booking. We didn't find any phone number that supports the partner. Our cancellation policy did not provide refunds. But we received an email from the booking asking if we would authorize a refund.  yes or no option. We authorized ourselves, after all, the couple had left the building, but they were sending hostile messages calling and threatened to take other measures  ( we don't know what measures they meant). We made a full refund for the couple to avoid any trouble and we didn't have any booking support. We also did the refund cause of theirof hostility, after all, they had our address. Has anyone been through a similar situation? so far I haven't found any support phone or email.

BrookAve 2 years ago


Hi Thiago


  1. They are ***, and have no right to demand that or anything like it.
  2. I would not have refunded a penny as punishment.
  3. partner support ,see below.



contact partner support, see 3 methods below.


Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.


Reminder partners should NOT use Customer Services methods on main website,, use Partner Support.



Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.


Message or Call BdC PartnerSupport 


  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.

    *** public main lines via Where you can reach us



    how to contact partner support via private assigned number in inbox